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RTM Specialist - Work From Home

Proper Business Solution... - Cairo, Egypt

RTM Specialist - Work From Home

Proper Business Solutions - Cairo, EgyptPosted 13 days ago
74Applicants for2 open positions
  • 22Viewed
  • 3In Consideration
  • 0Not Selected

Job Details

Experience Needed:
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Job Description

The Specialist is required to adhere to the following :

  • Executes plans and ensures effective implementation of schedules.
  • Administers Call Center Agents’ scheduling.
  • Uses over and under rules to minimize the gap between actual arrival patterns and forecasted patterns.
  • Reviewing daily attendance with agents schedule and time in/time out reporting in coordination with the Team leader.
  • Create and deliver daily, weekly and monthly reports.
  • Communicate changes to scheduling to ensure suitable daily resource coverage.
  • Provide analytical support to operations and propose recommendations or solutions to enhance efficiency as needed.
  • Manage non-productive time request process, ensuring activities are planned without any negative impacting 
  • Responsible for ensuring that operations are performing according to key call center performance metrics.
  • Responsible for ensuring that optimum service levels are achieved on a daily, weekly and monthly basis in order to drive up service level consistency.
  • Hourly Intervals Management
  • Updating the Automated Intervals Sheet
  • Hourly Flags (Detecting patterns of lack of production)
  • Dialer Reports

Working Hours: 9 hours starting from 4-5-6 PM including a 1-hour break

Operational Days: 5 Days a week with 2 Days off

Shifts: Mon-Fri fixed

Benefits:

  • Paid Training.
  • Internal Promotions depending on the performance.
  • Social Insurance.
  • Monthly Events.

Job Requirements

  • 2 years in Data Analysis & Real-Time Management
  • English level: B2-C1
  • Bachelor's degree
  • Microsoft Excel/Office Certification is a plus
  • Familiar with Google Sheets
  • Macros on both Excel and Google Sheets
  • Must have a background in the Call Center Industry 

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